Customer & Owner Operations Trainer

Posted 30 November by Jagger Talent

Customer & Owner Operations Trainer

SALARY: £24,600pa



  • Experience with Customer Experience, not just a product
  • Developing training programmes and evidence of the overall life-cycle of this
  • Training with sales, complaints, up-selling, and web-chat though a whole process
  • 2 years industry experience in Retail or Finance
  • E-Learning Desirable

Working with the Lead Operations Trainer the role will be to assist in developing a suitable E-Learning and bespoke training as part of the annual training calendar as well as assisting in the building and implementing a full training and skills matrix including development plans for the team members within the Operational areas of the business.

A key part of the role will be to deliver coaching to new team members and provide skills development and refresher training to existing team members to ensure wthe company comply with operational and legal requirements.

The role will be approximately 40% skills delivery, 10% structured coaching, 30% Design and development and 20% working in operational areas to support team managers.

The Operations Trainer will need to have a passion for training and be a constant role model for the company values, giving every customer (internal and external) a 'World Class Customer Experience'.

The key accountabilities of the role are:

  • Devleop and implement a training and skills matrix across all permanent roles within the contact centre and owner floor.
  • Deliver operational training across the Contact Centre and Owner Floor via structured workshops.
  • Conducting follow up development discussions with line managers, coaching and feedbackas required.
  • Ensuring all training records and systems are updated accurately and maintained.
  • Designing and producing training materials for workshops and E-Learning as part of a continuous improvement process.
  • Update quarterly skills refresher training in conjunction with the E-Learning Executive.

The role will also require the holder to:

  • Attend departmental meetings.
  • Be self supporting in producing training materials to the standard required.
  • Recommend changes to skills development, working closely with team managers.
  • Continually review practises and procedures to ensure best practice is delivered at all times.
  • Maintain a CPD plan
  • Implement the Equal Opportunities policy into your daily activities wherever possible.
  • Be responsible for your own health & safety and that of your colleagues, in accordance with the Health & Safety at Work Act (1974).
  • Work in accordance with the Data Protection Act (1998) and to ensure all new systems are reported to the DPA Officer.

The Operations Trainer must be able to work accurately and concisely and have the ability to critically assess their own work understanding what is required. They should ensure that their work is always to the highest standard and that personal effectiveness is maximised. You will have to demonstrate professional credibility and a high level of interpersonal skill.


  • Proven track record of meeting objectives
  • Self motivation with the ability to work on own initiative and prioritise own workload.
  • Successful track record of own personal training skills.
  • Experience of coaching and developing others.
  • Development of structured and effective evaluation of Group Training.
  • Intermediate level in Microsoft Office, (Word, Excel and Powerpoint.)


- Discounted holidays for you and your friends and family
- Full training provided
- Award winning, innovative, rapidly expanding company with fantastic new offices adjacent to public transport hub
- Working on a rota basis which is planned 4 weeks in advance so you can plan your work/life balance
- Private Medical (for you and family)
- Death in service payment
- Pension (matched contribution up to 2.5%)
- Free worldwide travel insurance (for you and family)
- Subsidised park and ride passes for an easy commute into town
- Long service awards
- Wellness extras - free flu jabs, reflexology sessions and fruit available in the office

Required skills

  • Operations Management
  • Staff Development
  • Staff Training
  • Training
  • Implementation Experience

Reference: 33761005

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